Severity Guidelines
Severity 1: A critical system component or application is not operational, preventing your system from operating in production mode. Data integrity is at risk and you are willing to work on a 24x7 basis with Softek Technical Support and provide the necessary resources to help resolve the problem. (Once reported, Technical Support will contact you within 2 hours.)

Severity 2: A product problem seriously impairs your operation, nonetheless there is a mutually acceptable work-around which does not prevent the system and/or application from running, but does require a resolution on or before the next
maintenance release. (Once reported, Technical Support will contact you within 2 business hours.)

Severity 3: A problem which does not prevent your system and/or application from running, but does require a work-around to accomplish the objective. May be resolved in a future maintenance release. (Once reported, Technical Support will contact you by the next business day.)

Severity 4: A low impact problem or documentation issue. The permanent resolution may appear in a future product release. (Once reported, Technical Support will contact you by the next business day.)